Supervisor, Workforce Management

Trinet Group

8 - 13 years

3 - 6 Lacs

hyderabad

Posted:5 hours ago| Platform:

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Skills Required

team management multitasking forecasting power bi hrsd workforce management verint staffing excel tableau operations workforce planning stakeholder management leadership aspect workforce data visualization communication skills wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead and supervise the Workforce Management team, providing guidance, coaching, and performance feedback
Oversee development and maintenance of short-term, mid-term, and long-term forecasts for call volumes, staffing, and workload
Ensure creation and management of agent schedules to meet service level agreements (SLAs) and business needs
Monitor real-time performance, make intraday adjustments, and resolve escalations to maintain optimal coverage
Analyze historical data and trends to improve forecasting accuracy and workforce planning
Collaborate with operations, HR, and leadership to align staffing plans and support hiring decisions
Review and present workforce reports and dashboards to senior management, providing actionable insights
Drive process automation, continuous improvement initiatives, and support implementation of workforce tools
Ensure compliance with labor laws, internal policies, and data integrity in scheduling and time tracking

Qualifications

Bachelor s degree in Business, Statistics, or related field (Master s preferred)
8+ years of experience in workforce management, including 2+ year in a supervisory or lead role
Experience supporting US-based operations or clients is preferred

Skills & Competencies

Strong leadership and team management skills
Advanced analytical, forecasting, and problem-solving abilities
Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect)
Expertise in Microsoft Excel, Power BI/Tableau, and data visualization
Excellent communication, stakeholder management, and collaboration skills
Ability to work flexible hours to align with US time zones
Knowledge of contact center metrics, KPIs, and best practices
Experience with process automation and continuous improvement methodologies

Additional Requirements

Ability to mentor and develop team members
Strong organizational and multitasking skills
Commitment to operational excellence and customer satisfaction

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